Regarding: acct *************I am writing to your division to please help me as I am tr...

GetHuman-jerihin's customer service issue with Verizon Wireless from July 2018

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The issue in GetHuman-jerihin's own words
Regarding: acct *************I am writing to your division to please help me as I am trying to get the ***.** charge on my bill taken off. The charge is for what Verizon says is a non-returned phone. However, that is not the case.** I started contacting Verizon on June **, **** about a charge for a non returned replacement cell phone and have spent HOURS trying to get it resolved. Just when I think I have it resolved, another agent tells me something else.*Backstory before the replacement phone was finally sent:*After * months of continually reporting to Verizon that my moto z force droid would not staying charged and being told over and over that the battery was fine ( I would also like to add I have gone through * charges during the just over the time I have had this phone), Derrick in Alabama call center told me I had insurance and sent me out a new*refurbished phone. I received my phone on May **, ** or ** a different date according to which Verizon agent I spoke with on the phone. *****As per Derrick’s instructions, I took pictures of my phone in the box, the packing label and my self dropping the box into an UPS drop box. Derrick did not say I had to take it to an actual UPS center, so I used the UPS dropbox. * Starting June **, **** , I received texting message stating that I needed to return my device. I immediately called and was told that a package had been received but was not processed yet in a Texas facility. I have been in contact with Verizon multiple times since then about this situation. Until July **, I thought this situation was taken care of on my part--having been told my multiple representatives that it had been. However, I had a call from a Joanna in the investigation unit. She told me a box had been delivered, but the facility in Texas could not tell what was being return—but that it was not my phone. .Joanna gave me a tracking number to call UPS to start a claim to track the package. I called UPS only to find out that I can not track a package that was put in a UPS drop box per Verizon’s contract with UPS. I called technical support back spending *hour and * mins and hour and ** minutes trying to resolve this situation. Through my own notes and leg work, I figured out that the tracking number that Verizon gave me was for a returned charger. I told agents repeatedly that I dropped my phone off on Tuesday-May ** or Wednesday-May **, but every agent kept telling me that with the holiday, it was actually dropped off on June *, ****, was not out of line for a starting tracking date. I also found out because of my continual questioning that there was another tracking number for the phone. Even though I told agents repeatedly that June * was not right—no one listened. *I have been given the run around on this situation and need someone’s help now. Because Joanna in investigations’ says my phone is still missing, the account has now been locked where no one can help with this problem. I do not understand why this is such an issue as I had the top line insurance that is for lost, stolen, defective..... *I am willing to return this phone and use was of my old phones until my contract is available for upgrade in February , ****. I am not willing to pay for a phone that was unusable, sent back per an agent’s instructions and now because the package is lost with no way to retrieve it according to UPS, I am screwed. I am frustrated and upset. I had wanted this situation taken care of before my major back surgery on July **, ****, but did not make that goal. I have been a Verizon customer since Verizon took over Alltel in Hastings, NE. I do not believe that loyalty should be treated this way.*Please contact me at ***-***-****, for further instruction and help.

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Verizon Wireless

Customer service issue
Reported by GetHuman-jerihin
Jul 24th, 2018 - 3 years ago
Not resolved
Seen by 1 customer so far
Similar issue to 2540 others
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GetHuman-jerihin started working on this issue
Jul 24th, 2018 9:05pm